Veen Physiotherapy (“we”, “our”, “us”) is committed to protecting the privacy, confidentiality and security of your personal and health information. We recognise that your privacy is important and are dedicated to ensuring that all personal information collected is handled responsibly, securely and in accordance with applicable Australian privacy laws.
This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you:
By accessing our website, contacting our clinic or attending an appointment with Veen Physiotherapy, you acknowledge that you have read and understood this Privacy Policy.
Veen Physiotherapy complies with the:
Health information is considered sensitive information under Australian law and receives a higher level of protection than ordinary personal information.
We only collect information that is reasonably necessary to provide high-quality physiotherapy and associated healthcare services.
Depending on the services you receive, we may collect:
As part of providing healthcare services, we may collect sensitive health information including:
Where applicable we may collect:
Where necessary for billing purposes we may collect:
We do not store your EFTPOS card or banking details beyond what is required to process your payment.
Information may be collected directly from you through:
We may also collect information from authorised third parties including:
We collect personal and health information to enable us to provide safe, effective and evidence-based physiotherapy services.
Your information may be used to:
We only collect information that is reasonably necessary for these purposes.
By engaging the services of Veen Physiotherapy, including attending an appointment, booking online, participating in telehealth or home visit services, or providing us with your personal information, you consent to us collecting, using and disclosing your information as outlined in this Privacy Policy.
Where required by law, we will seek additional consent before collecting or disclosing information for purposes outside your healthcare.
If you choose not to provide information requested by us, we may be unable to provide appropriate treatment or certain services.
From time to time, Veen Physiotherapy may send information relating to:
By providing your contact details and engaging with our services, you consent to receiving these communications.
You may opt out of receiving marketing communications at any time by:
Opting out of marketing communications will not affect essential communications relating to your healthcare, appointments, invoices or treatment.
When you visit our website, certain information may be collected automatically, including:
Our website uses cookies and similar technologies to improve your browsing experience, understand website performance and provide relevant online content.
Cookies help us:
You may disable cookies through your internet browser settings; however, doing so may affect certain website functions.
Veen Physiotherapy is committed to maintaining the confidentiality, integrity and security of all personal and health information entrusted to us.
We implement a range of administrative, physical and technical safeguards designed to protect your information against unauthorised access, misuse, alteration, disclosure or loss.
Patient information is only collected and retained where it is reasonably necessary to provide healthcare services, meet legal obligations or operate our business.
Veen Physiotherapy securely stores electronic patient records using Cliniko, a cloud-based practice management system designed specifically for healthcare providers.
Cliniko is used to securely manage:
Access to Cliniko is restricted to authorised personnel who require access to perform their duties.
Each authorised user has their own individual login credentials and access permissions appropriate to their role.
Multi-Factor Authentication (2FA) is enabled on staff accounts to provide an additional layer of protection against unauthorised access.
Cliniko utilises industry-standard encryption and secure cloud infrastructure to protect stored information.
Protecting patient information is a priority at Veen Physiotherapy.
We maintain multiple cyber security measures including:
Only authorised personnel are permitted to access systems containing patient information.
Access is limited to information required for staff members to perform their professional duties.
While the majority of patient information is securely maintained electronically within Cliniko, paper forms may occasionally be used during patient registration, consent processes or clinical consultations.
Where paper records are collected:
To improve the efficiency and accuracy of clinical documentation, Veen Physiotherapy may utilise secure Artificial Intelligence (AI) assisted documentation tools.
These technologies are used solely to assist our clinicians in preparing accurate clinical notes, reports and healthcare documentation.
All documentation generated using AI technologies is reviewed by the treating physiotherapist before becoming part of the patient’s clinical record.
AI technologies are not used to replace clinical judgement.
Patient confidentiality remains a priority throughout this process.
For the safety and security of our patients, staff and premises, Veen Physiotherapy operates Closed Circuit Television (CCTV) systems within and around the clinic.
CCTV footage may be used for:
Access to CCTV recordings is restricted to authorised personnel and footage is retained only for as long as reasonably required or where required by law.
To assist in delivering healthcare services, we may contact you using:
These communications may include:
We take reasonable steps to ensure electronic communications are transmitted securely; however, no electronic communication system can be guaranteed to be completely secure.
Where physiotherapy services are delivered through home visits or telehealth consultations, the same privacy obligations apply as for appointments conducted within our clinic.
Information collected during these consultations forms part of your confidential health record and is managed in accordance with this Privacy Policy.
Reasonable measures are taken to ensure telehealth consultations are conducted using secure communication methods wherever practicable.
Our website may use technologies including:
These technologies help us:
Information collected through these technologies is generally aggregated and does not personally identify you unless you voluntarily provide personal information.
Veen Physiotherapy accepts payment through methods including:
Payment information is processed only for legitimate business purposes.
We do not retain your full payment card details beyond what is required to complete authorised transactions.
We will only disclose your personal information where:
Depending on your circumstances, information may be disclosed to:
We do not sell, rent or trade your personal information to third parties.
Some of the software providers we engage, including cloud-based practice management systems, may utilise secure data centres located outside Australia.
Where overseas storage or processing occurs, Veen Physiotherapy takes reasonable steps to ensure those providers maintain privacy and security standards consistent with Australian privacy legislation and recognised industry security standards.
Veen Physiotherapy retains patient records in accordance with applicable Australian laws governing health records.
Generally:
When records are no longer legally required, they are securely destroyed or permanently de-identified using appropriate confidential destruction methods.
At Veen Physiotherapy, we respect your right to access and control your personal information.
Subject to applicable Australian laws, you have the right to:
In some circumstances, legislation may prevent us from providing access to certain information. Where this occurs, we will explain the reason unless prohibited by law.
You may request access to your health records by contacting Veen Physiotherapy in writing.
To protect your privacy, we may ask you to verify your identity before releasing any personal or health information.
Where appropriate, copies of your records may be provided electronically or in hard copy.
In certain circumstances, an administrative fee may apply for preparing extensive records or reports. You will be advised of any applicable fees before your request is processed.
Requests will be managed within a reasonable timeframe and in accordance with applicable Australian privacy legislation.
We strive to ensure that the information we hold is accurate, complete and current.
If you believe any personal or health information we hold is incorrect, incomplete or outdated, please contact us as soon as possible.
Where appropriate, we will update your information promptly.
If we disagree with a requested correction, we will explain the reasons and advise you of any further options available under Australian privacy laws.
All Veen Physiotherapy staff, contractors and authorised personnel are expected to maintain strict confidentiality regarding patient information.
Access to personal and health information is limited to those individuals who require the information to perform their professional responsibilities.
Staff receive training and guidance regarding privacy obligations and confidentiality requirements appropriate to their role.
Unauthorised access, disclosure or misuse of patient information is treated seriously and may result in disciplinary action or termination of access privileges.
Veen Physiotherapy may engage trusted third-party service providers to assist in delivering our services.
These providers may include organisations involved in:
Where third-party providers have access to personal information, they are only permitted to use that information for the services they provide on our behalf and are expected to maintain appropriate privacy and security standards.
Although we implement comprehensive security measures, no system can guarantee absolute security.
If Veen Physiotherapy becomes aware of an actual or suspected data breach involving personal information, we will:
Where treatment is provided to children or individuals unable to provide informed consent, personal information may be collected from parents, guardians or authorised representatives.
Where appropriate, consent for treatment and the collection of personal information will be obtained from the child’s parent, legal guardian or other authorised decision-maker.
Health information relating to minors is managed with the same level of confidentiality and security as all other patient records.
Our website may contain links to external websites for your convenience.
Once you leave the Veen Physiotherapy website, we have no control over how those websites collect, use or protect your personal information.
We encourage you to review the privacy policies of any external websites you visit.
Veen Physiotherapy may update this Privacy Policy from time to time to reflect:
The most current version of this Privacy Policy will always be available on our website.
Your continued use of our services following any updates constitutes acceptance of the revised Privacy Policy.
If you believe your privacy has been breached, or if you have any questions regarding this Privacy Policy or the way your personal information is handled, please contact us.
We will acknowledge your complaint and aim to investigate and respond within a reasonable timeframe.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Veen Physiotherapy
Legal Entity: VEEN (WA) PTY LTD as Trustee for The Veen Trust
Trading Name: Veen Physiotherapy
ABN: 27 170 602 486
Address:
128 Spencer Street
South Bunbury WA 6230
Phone: 0451 889 475
Email: hello@veenphysiotherapy.com.au
Privacy Contact: Rhys Veen
Veen Physiotherapy understands that trust is fundamental to the relationship between healthcare providers and patients.
We are committed to maintaining the highest standards of privacy, confidentiality and cyber security to ensure that your personal and health information is protected at every stage of your care.
Our practice continually reviews and improves its privacy, information management and cyber security procedures to align with current legislation, industry best practice and evolving technology. Every member of our team shares the responsibility of safeguarding your information and ensuring it is collected, accessed, used and disclosed only where necessary to support your healthcare, fulfil legal obligations or operate our practice efficiently.
We appreciate the confidence you place in Veen Physiotherapy and remain committed to providing a safe, secure and professional environment for every patient.
